Manager, IT Production Support

Are you a tech leader (ideally bilingual ) who thrives at the intersection of innovation, service excellence, and strategic impact?
Our client is a leader in their field who is transforming the way they support their major financial clients across the country. This isn’t your typical IT support role — it’s a proactive, customer-obsessed, solution-driven leadership opportunity where relationship-building meets technical expertise.


Advantages
This role blends technical acumen, customer empathy, leadership, and strategic thinking. Bilingualism in English and French is strongly preferred — especially for candidates based in Quebec or Montreal — to help them serve their French-speaking clients more effectively.

They are building a culture of excellence, inclusion, and purpose. At this organization, you’ll find:

Competitive compensation and annual bonus
Comprehensive benefits package including health, dental, and pension
Matching RRSP, TFSA, or Non-Registered Savings Plan
Hybrid flexibility
Authentic culture of diversity and belonging

Responsibilities
Lead a dynamic support team, managing both internal staff and offshore resources to deliver high-reliability production support.

Build strong, transparent relationships with clients and business stakeholders by translating technology into business value.

Shift our IT support model from reactive to strategically proactive — identifying pain points before they become issues.

Collaborate with cross-functional teams to deliver enhancements, upgrades, and DevSecOps solutions that make an impact.

Own incident management, root cause analysis, and continuous service improvement processes.

Create and maintain a customer-centric support framework, aligned with internal KPIs and client SLAs.

Stay on top of industry trends and innovation, shaping the roadmap for Production Support.

Represent IT Operations in cross-functional initiatives, driving solutions from ideation to execution.



Qualifications
5+ years in IT support or operations, with 2+ years in a people management or leadership role

Strong technical understanding of application support, infrastructure, and system performance

Experience in ITSM frameworks (ITIL) and incident/problem management

Ability to translate complex technical issues into clear, customer-focused solutions

Exceptional communication, interpersonal, and stakeholder management skills

Familiarity with DevOps/Agile SDLC, and exposure to application security and DevSecOps

Experience in Call Center or service delivery environments is an asset

Industry knowledge of insurance, mortgage, or financial services is a plus

Bilingual in English and French is strongly desired, especially for Quebec-based candidates



Summary
Be the tech leader who helps redefine customer support at this company.
Apply now and bring your voice, your skills, and your passion to a team that’s building the future — together.



Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.